Best Practice Advice

[lynnrhardy]

Hi!

I'm looking for best practice advice. We have a centralized Tier I support group and have frequent issues with misrouted incident and request tickets. The business frequently asks our administration group to modify ServiceNow to help alleviate those issues because the support group continues to make similar mistakes. My first response is to fix the problem at the source, which isn't in the system. What are your thoughts?

[Michael Fry1]

How are you controlling the routing? by using Category / Subcategory or based on what's in the ticket?

Tier I needs easy solutions. Turnover is usually high, so it can't be complex process that requires extra training to route tickets.

[lynnrhardy]

Yes, we coordinate through category, subcategory and assignment groups. You are correct, turnover is high and we need to make this process as simple as possible. I think we found a solution so that we're not putting a script in place, but instead rethinking the category, subcategory and assignment group so it's less confusing.

[Michael Fry1]

Agree - keeping the Cats/Subcats to a minimum is best.

Since you're already using assignment/lookup rules, you can drive 2nd level or escalations from lookup rules by making a second copy of the rules and using the Escalation field on Incident. So for example

Cat is Desktop, Subcat is Keyboard = 1st group to get it is Tier I

Tier 1 can't solve, they click Escalate (UI action) button which changes the Escalation field (not on the form) to Moderate.

Second set of lookup rules looks like this:

Cat is Desktop, Subcat is Keyboard, Escalation is Moderate = assignment group is Desktop team.

Again, needs to be simple, no spreadsheet to look up next level.

[SanjivMeher]

Hi Lynn,

One advice is to Create Assignment lookup rules.

You can identify some categories and subcategories. And create a mapping in categories and subcategories with an assignment group.

In such cases, when the tier 1 support select an appropriate category and subcategory, it will automaticlly populate the assignment group.